Job Title: Portuguese Speaking Customer Escalations/Complaints Agent Location Altrincham (Hybrid: 2 days in office, 3 days remote) Salary £27,500 per annum Department Customer Service Role Overview Are you passionate about delivering exceptional customer service? We are looking for a Customer Complaints Agent to join a thriving customer support team. In this role, you will manage customer complaints, ensuring resolutions are reached efficiently and professionally, all while maintaining a high level of customer satisfaction.This position requires someone who has excellent communication skills, a problem-solving mindset, and a customer-focused approach to helping uphold the company''s reputation. Key Responsibilities Complaint Handling Manage and resolve customer complaints across various channels (email, phone, and live chat) within company policies, ensuring a timely and effective resolution. Investigation and Resolution Conduct thorough investigations into complaints, liaising with internal teams to find fair and suitable outcomes. Customer Communication Maintain clear, empathetic, and professional communication with customers, keeping them updated on progress and final resolutions. Record Keeping and Reporting Accurately document complaints, resolutions, and escalations within the company''s systems to ensure compliance and continuous improvement. Compliance and Policies Ensure all complaints are managed according to internal policies, industry regulations, and legal requ